Staff wellbeing

You will initially be given a list of options to choose from. Your call will then be answered by a clinical co-ordinator, who will assess your needs and direct you to the appropriate service. If the right person isn’t available they will arrange for you to be called back at the best time for you. Although some basic details are taken from everyone that calls the service, this information is not provided to the University.

What happens if there is no clinical team member free to take a call?

Should this happen, you will be given an option to either remain on hold until a clinical team member becomes available or to leave a voicemail to request a call back. Alternatively you can access the Wellbeing Hub to book a callback from a counsellor.

All directly employed members of staff can use the service. 

Other users who are eligible:

1. Employees can utilise the service with their spouse/live-in partner for couples counselling, which is included in your EAP offering. Here, you discuss relationship matters with a qualified counsellors as part of your solution-focused, structured counselling sessions.
2. Adult dependant children (aged 16 - 23 years old) are eligiible for ad-hoc, telephone counselling support. Please be aware this is single-session counselling support only. 

All calls are confidential. The only exception would be where there was a serious risk of harm to the caller or others. In such circumstances the counsellor will always seek guidance before breaching confidentiality.

The 24/7 helpline is provided by HealthHero Assist. Calls will be handled by an experienced advisor or therapist who will offer support in confidence.

The counselling team will complete a short assessment with you over the phone to understand the support you need, this is usually between 30-45 minutes. This is an opportunity for you to discuss what you would like to use the counselling for and what issues you may want to focus on with the sessions available (up to 6 sessions per year). 

Once the assessment is complete, the counsellor will discuss with you the most appropriate counselling intervention for your needs. A referral will then be made and you will then be contacted by a different counsellor who will book in to meet with you for up to 6 sessions. This means you will meet with the same counsellor, usually on a weekly basis and at the same time each week.

HealthHero Assist counsellors are all professionally qualified and very experienced. They usually have a lot of life experience and have worked in different types of organisations so that when they are supporting you, in a single session or structured counselling, they are also able to help you consider ongoing support options for when your counselling comes to an end with the Employee Assistance Programme.

The only information the university will receive is in the form of high level statistical and reporting information, essentially to confirm whether the service is being used and the types of calls. No individual identifying information is provided.

If you have a speech impediment or hearing difficulty, please download the Relay UK App to contact the service.

HealthHero Assist have a Live Chat function where you can ask general questions about the service.

Please note you cannot receive counselling sessions via the Live Chat function.